MATRIX Achieves a
“Six-Peat” with 2021
Best of Staffing Awards
In what is becoming an annual tradition, MATRIX has for the sixth year in a row won ClearlyRated's Best of Staffing® Award, the only award in the U.S. and Canada that recognizes staffing agencies that have proven superior service quality based entirely on ratings provided by their clients and placed talent.
This year we received a Net Promoter® Score (NPS) of 81.6% from our clients, significantly higher than the industry's average of 28% in 2020. Additionally, MATRIX received a 76.9% NPS from our placed candidates, significantly higher than the industry’s average of 18% in 2020.
Simply put, 97 of the 100 clients who responded to our survey rated us either an 8, 9, or 10 out of 10. And of our 420 placed candidates who took the survey, 400 rated us 7 or above.
This blog explains how Net Promoter Scores are calculated and what they mean.
For us, the award is particularly rewarding due to the ongoing challenges posed by COVID-19. If you think about it, customer service is one of the most difficult things to maintain when almost everyone and everything is virtual. There are no personal visits or meetings to help build rapport, earn trust, or smooth over problems. In 2020, it was all done via Zoom or phone calls.
In true Agile fashion, MATRIX employees rose to the occasion, shifting their processes on a dime to the new work-at-home world. We fine-tuned our remote working activities including sourcing, recruiting, onboarding, training, and consultant care. All without meeting anyone in person. And we helped our clients facilitate their own hiring processes by introducing them to recent innovations such as Hosted Client Video Interviews, Emotional IQ ratings, Real-time Interview Debriefs, and comprehensive online Fraud Detection Practices.
All this groundwork has put us in a great position for 2021, whether we continue to work 100% remote, in a hybrid model, or a gradual return to our brick and mortar offices. Our clients and consultants clearly agree.